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Facing
Customer
Aggression
CSG July 2023 speaker: Amy Lynes: Facing a rise in customer aggression

Facing a rise in customer aggression

Presentation by: Amy Lynes, Senior Workplace Relations Consultant, National Retail Association

CSG event video now available (members only)
Presentation package now available (members only)

Retail workers are currently confronted by a trend of rising bad behaviour from customers, manifest as frustration, anti-social behaviour and aggression, which is affecting employees’ workplace safety and wellbeing.

This issue was discussed in a presentation on 11 July by Amy Lynes, Senior Workplace Relations Consultant with the National Retail Association (NRA). She spoke about the impact of customer aggression on frontline retail employees, both in large retailers and small local businesses.

The industry is focused on how to manage this trend, alongside other workplace health and safety obligations, including controlling psychosocial risks and proactively preventing sexual harassment, to keep their employees safe and properly supported.

Amy said the NRA has seen a huge increase in demand from their members for training courses on dealing with aggressive customers, as well as members accessing their guides on topics such as preventing workplace sexual harassment.

Her presentation was followed by questions and discussion.

The presenter:

Amy Lynes joined the National Retail Association (NRA) in 2022, where she is a Senior Workplace Relations Consultant. NRA is a not-for-profit peak industry body that represents the interests of over 40,000 shop fronts across Australia. Prior to that Amy, who has a law degree, led a Human Resources team for over a decade with a national retail and manufacturing business. This included overseeing areas such as learning and development, industrial relations and work health and safety.

 
 

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Fatigue Management
in a High-risk
Environment

CSG November 2025 event - Presenter Jane Skillen, OHS Advisor, Victorian Institute of Forensic Medicine - Fatigue management in a high-risk environment


Fatigue management in a high-risk environment

Presented by: Jane Skillen, OHS Advisor, Victorian Institute of Forensic Medicine
Topic: Fatigue management in a high-risk environment

How: CSG Lunchtime Presentation - via zoom or in person

Date: Tuesday 11 November 2025, noon
Non-Members welcome to attend

Fatigue management in a high-risk environment
Fatigue in the workplace can be a critical safety and psychosocial risk. However, some contributing factors are often overlooked, resulting in poor management of the issue.
At our final in-person presentation for 2025 on 11 November, Jane Skillen, OHS Advisor at Victorian Institute of Forensic Medicine, will provide an informative case study on managing fatigue for clinical forensic nurses in regional Victoria.
She will discuss the implications of being impaired by fatigue in such a high-risk work environment, and the importance of recognising both external and workplace factors that can contribute to it.
Her talk will outline strategies to identify fatigue-related concerns early, and what a timely intervention looks like. Come along in person to take advantage of Jane’s extensive experience in OHS and continue the discussion after the formal event is over.

About the Speaker:

Jane Skillen has over 20 years’ experience across the Victorian Public Service and specialised sectors including healthcare, education, corrections, and the arts.
She has been in her current role of OHS Advisor with the Victorian Institute of Forensic Medicine (VIFM) for two and a half years. VIFM provides the justice system with crucial evidence that underpins safe convictions and appropriate acquittals.
Her previous career includes providing expert OHS leadership to organisations such as Youth Justice, Corrections Victoria, the Department of Health & Human Services and Victoria Police.
Jane is a Financial Member of Central Safety Group.

Date: Tuesday 11 November 2025
Time: 12:00pm to 1:00pm
Where: Regus Yarra Room, 50th floor, 120 Collins Street, Melbourne. Our thanks to Helen O'Keefe for providing the venue.
How: Online via Zoom or in person - the link will be sent out on the afternoon of the Monday preceding the event
N.B. A video recording of the session will be available on the website exclusively for financial members.
Cost: Financial members* free. Others $15
RSVP: COB Monday 10 November 2025. Online using our RSVP form
Join: Join CSG now [Individual membership fee: $85.]
*If unsure of your membership status, contact This email address is being protected from spambots. You need JavaScript enabled to view it.
   RSVP: by Monday 10 November.
Online using our RSVP form or Email: This email address is being protected from spambots. You need JavaScript enabled to view it., phone the secretary T: (03) 9387 9768 Mobile 0417 040 252
The Zoom event link will be emailed on the afternoon of Monday 10 November.

Don’t forget to put every second Tuesday from February to December in your Calendar!

 

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